Incident Engineer Tier III, responsibilities may include:

• Manage issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer satisfaction
• Take ownership of complex incidents
• Accept technical escalations from lower support tiers
• Provide remote troubleshooting support and perform analysis in large complex networks with mixed media and protocols
• Utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design
• Support and collaborate with the cross-functional teams to resolve major customer issues
• Engage TAC / BU as required to resolve complex technical issues
• Strive for continuous learning, result orientated and teamwork
• Develop expertise in specific areas (i.e. technology, product)
• Mentor colleagues and/or customers via presentations or documentation
• Act as Subject Matter Expert for Collaboration technology
• Create Methods of Procedure (MOP) and action plans for post-sales projects
• Perform ad hoc analyses and tasks as assigned
• Submit complete and correct product defect reports in area of expertise
• Provide systems/product training both internally and externally while contributing to Cisco intellectual property efforts
• Act as a focal point for high impact, large account incident resolution
• Assist as needed with Change and Problem which could involve the planning, approving and implementation of changes
• Assist as needed with Problem Management which may include analyzing data for root cause analysis
• Participate in daytime and night/weekend on-call rotation as required
• Assist with design recommendations for the customer and engineering team as needed
• Assist with deploying software in customer environments as needed
• Assist with miscellaneous team management duties as needed

Required Skillsets:

• In Depth-Knowledge of Cisco IP telephony Network Infrastructure.
• In Depth-Knowledge of voice protocols SIP, MGCP, H.323, SCCP, ISDN
• Good understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways.
• Expert level of understanding of the following Cisco Unified Communication Products:
  • CUCM
  • CUC
  • CUCM IM&P
  • SME
  • Expressways E/C, VCS
  • Cisco Voice Gateways (ISR, ASR, Analog, VG, CUBEs, SBC)
• In Depth-Knowledge of the following Cisco Unified Communication features / components:
  • Database replication
  • High Availability and redundancy
  • Clustering
  • EM / EMCC
  • MRA
  • ILS, Clustering
  • Dial-plans
  • Media (MTP, XCODE, CFB, etc)
• In Depth-Knowledge of collaboration endpoints: IP Phones, CIPC, Jabber
• Ability to troubleshoot complex collaboration solutions covering multiple products and features under time pressure and drive incidents towards resolution
• Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
• Excellent written and verbal communication, interpersonal and presentation skills.
• Proven crisis management and leadership skills
• Proven planning, prioritization, and organization skills
• ITIL Foundation level knowledge
• At least 5 years of experience working with Collaboration Solutions

Desired Skills

• Preference for Cisco Certification: CCNP Collaboration, CCIE Collaboration.
• Other technology or product knowledge, experience or certifications in the following areas are a plus: Security, Routing, Switching, Programming skills (shell scripting, python)
• Preference for prior scripting, python, and/or Linux experience highly desired
• Data Center technologies including storage, virtualization (VMWare), and Cisco's Unified Computing System (UCS)
• Understanding of Cloud and Automation technologies like Ansible, OpenFlow, NetFlow
• Understanding of Webex Technologies like Webex Hybrid, Webex Calling, Webex Meeting, Webex Teams